Mac permissions
Before a technician can see and control your Mac, macOS needs you to install and allow the remote support client (ConnectWise ScreenConnect, formerly ConnectWise Control).
The download asks for the username and password your technician gives you.
Installing and adjusting permissions
Open the installer (if macOS blocks it)
Double-click the downloaded ScreenConnect.ClientSetup.pkg. The first time, macOS may say it “can’t be opened” or is from an unidentified developer. Click Done or OK (not Move to Bin), then:
- macOS 15 Sequoia and later: open System Settings → Privacy & Security, scroll down to the message about ScreenConnect.ClientSetup.pkg and click Open Anyway. Enter your password if asked.
- Older versions: right-click (or Control-click) the file in Finder, choose Open, then click Open again.
Follow the installer through to the end.
Allow screen recording and accessibility access
Once the client is installed you should see a prompt asking for screen recording access. Click Open System Settings (called System Preferences on older macOS).
- macOS 13 Ventura and later: go to Privacy & Security.
- Older versions: open Security & Privacy, choose the Privacy tab, then click the lock in the corner and enter your password.
Click Screen Recording and turn on the ConnectWise client. Then click Accessibility and turn on the ConnectWise client.
On older macOS, click the lock again when you’re done to prevent further changes.
Close the settings window
Click “Quit Now”
After allowing screen recording access, a small alert appears near the menu bar. Click Quit Now to restart the client. A technician should now have remote control of your Mac.
Ending a session
Click and hold the ConnectWise icon in your Dock, then choose Quit.
Keeping or deleting the installer
If you will connect with us again, you can keep the PKG file in Finder or on your Desktop. Otherwise, delete it from your Downloads folder.
More information: ConnectWise documentation — Join a session from a Mac.